Page Comparison

Limitations

1. When a JSM customer creates a request, they cannot add organisations to it.

2. The request view doesn't show which organisation(s) the request is shared with. 

Possible workaround

JSM customers can view all the organisations they are a part of as well as the requests shared with them via those organisations.

1. Go to the avatar menu > My Requests

2. Change the filter Created by me to Shared with my organisations.

Note that this only works if all the service desks linked to those organisations have been added as projects into your Refined site.

What we are doing to solve these limitations

We are in continual contact with Atlassian to improve the APIs. To track the status, see the Atlassian tickets. Please vote or comment on the tickets that are related to these limitations, so that Atlassian can also hear your feedback.

Atlassian's feature for anonymous portal visitors to search a linked Knowledge Base Space is currently not supported by the API provided by Atlassian, which Refined is built on. Thus, anonymous access on portals for Service Management projects is not supported at this point in time by Refined.

The main Help Center page can be set as anonymously accessible. Our goal is to continually add functionality as the Atlassian APIs extend in features. 

To keep track, or to vote/comment on this for Atlassian, please visit: https://ecosystem.atlassian.net/browse/JSDECO-93

Possible workaround(s)

Create a confluence space that is anonymously accessible. Use this space as your "knowledge base". Then:

1. Connect this space to your Refined site.

2. Make your Refined site anonymously accessible.

3. Anonymous users should be able to search the site for the pages in the space you just connected.

We have had reports of users not being able to access linked articles properly when linked within navigation modules, link list modules, or on a page.

Workaround

This is due to the article containing an invalid link. Article links must contain the full link in this format: domain.com/portal/{id}/article/{id}/{title} and not be truncated by any URL shorteners.

For example: exampledomain.refined.com/portal/2/article/39026710/Payment

Links in invitation email

When adding a customer to a JSM project, by default the customer will receive an email with a link to complete the signup.

When the customer has completed the signup, they are taken to the default Jira Service Management Help Center portal (with xyz.atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect the user back to the Refined site.

• Atlassian feature request

Workaround

Because the user needs to complete the signup, our workaround suggests keeping the signup link, but make an addition.

1. Go to Service Project > Project Settings > Customer notifications.

2. Edit the one for Customer invited.

3. Below the text to complete the signup, add in the following:

This will prompt the user to

1. Complete the sign up

2. Close the tab and go back to the Service Desk on the Refined Site.

The setup

What the customer will see